Group Created with Sketch.
Volume 21 No. 1


A national survey has delivered a sobering view of college football, finding it lacking in areas such as customer service, game-day experience and affordability.

The findings are among the key results of an extensive look by Turnkey Sports & Entertainment and Ohio University into the satisfaction level of college football ticket buyers. They surveyed more than 75,000 fans representing 68 schools from the Division I Football Bowl Subdivision and every major conference in the sport over the past several months.

The effort is thought to be the largest single study into college football attendance, which among FBS schools has fallen three of the past four seasons. The study looked at both season-ticket holders and ticket buyers of all types.

Season-ticket buyers at Baylor, enjoying a big year, topped the satisfaction numbers.
The survey put ticket buyers’ satisfaction level far behind the levels for fans of many other competing sports properties. College football ticket buyers produced a Net Promoter Score, a customer loyalty measurement gauging how likely a brand is to be promoted to others by its consumers, of 19, roughly one-third the comparable figure for the NFL. That number is also a mere fraction of the score for leading consumer brands such as Amazon and Southwest Airlines, and far less than many individual teams, properties and events in the sports industry.

Net Promoter Score operates on a scale of negative 100, in which every customer is a detractor, to positive 100, in which everyone is a promoter.

Among the specific levels of concern: Fans lack a feeling their specific program is committed to winning, they don’t feel sufficiently valued by their program, and many game-day amenities in college football are not keeping up with those found in other sports. In total, the respondents averaged a 7.1 on a 10-point scale on their overall satisfaction with their college football ticket purchase versus their expectations.

Any response less than a 9 or 10 is seen as being passive or a detractor to the brand. As a result, the findings in the college football study showed at best lukewarm support for the current fan experience. The composite figure takes into account an array of related purchasing factors, such as pricing, customer service, facility amenities, and game-day experience.

“We’ve simply got to make games more enjoyable for fans,” said Dan Butterly, Mountain West Conference senior associate commissioner and an adjunct professor at Ohio University. “The expectations that fans have, particularly in light of what costs now are, have gone up measurably.”

Three major factors were seen as contributors to the relatively low satisfaction score for college football ticket buyers: price, heightened consumer demands fueled in part by the improved TV viewing experience at home, and college football holding less of a unique position among many fans.

“Before, college football was more of a thing unto itself. But now, it’s competing like everything else against all the other entertainment options out there,” said Len Perna, Turnkey president and chief executive.

The survey did not filter between internal ticket sales and those schools that outsource their sales efforts, which in recent years has become increasingly popular in the collegiate ranks. The study did find, not surprisingly, a direct correlation between fans’ intent to renew their ticket purchases and a sense of feeling valued by the organization.

The participating schools in the study have received access to the findings in an extensive dashboard presentation that shows their own scores versus those of their conference and the survey at large. The research findings are free for the participating schools this year, but will carry a cost of $4,900 per university next year.

Normally Turnkey has required weeks, if not months, to compile and present data from net promoter surveys such as this. But the company turned around the data finding in this project in roughly a week.

Among the individual schools that showed particularly high scores in the survey, Baylor University posted the highest measures of overall satisfaction by season-ticket holders. The University of Central Florida posted the highest score for customer service satisfaction, and UNC Charlotte, a program in its first year of play, posted the highest scores among season-ticket holders for game-day experience.

“A big takeaway for us from this was the need to stay focused on the fundamentals. Parking, your traffic flow, core game experience and so forth,” said Zack Lassiter, University of Central Florida senior associate athletic director for external operations.

“When you’re working to convince fans to consume the in-person experience versus staying at home, it’s not necessarily the next new gadget or marketing trend that’s going to win, but rather those fundamentals. And you need to keep your resources and spending proportionally aligned against that.”

The University of Southern California and Fox Sports Media Group have agreed to a three-year deal allowing Fox to sell sponsorships at the Los Angeles Memorial Coliseum and Los Angeles Sports Arena.

The deal includes both the coliseum (above) and the Los Angeles Sports Arena.
The agreement, which Southern Cal officials expected to be signed last week, expands Fox’s partnership with the Pac-12 Conference school. USC Sports Properties, which is owned by Fox and manages marketing and media rights for USC sports, is in the third year of a 10-year deal with the school’s athletic department.

The new deal gives USC Sports Properties the exclusive rights to market partnerships that extend across campus and to the alumni association, in addition to selling space at the coliseum and arena. USC took over operations of those facilities in September.

Fox’s inventory at the two venues includes gates, concourses, concession stands, restrooms, elevators, the back of the video board at the coliseum and the roof of the sports arena, said Dan Shell, vice president and general manager of USC Sports Properties.

Naming rights for the coliseum are not included in the new agreement. USC officials prefer to wait on that piece until they have a concrete plan for renovating the 92-year-old stadium, said Dan Stimmler, the school’s associate senior vice president of auxiliary services.

“We would like to have a partner for both buildings,” Stimmler said. “We are just starting a feasibility study on upgrading the coliseum that will take six months. It’s a huge undertaking, and we want to get that project done before we know what a deal would look like.”

For now, USC Sports Properties has signed deals with Continental Tire and the USC Keck School of Medicine, two new sponsors, and picked up an existing deal with MillerCoors, originally sold by the Los Angeles Coliseum Commission, the stadium’s governing body.

USC Sports Properties has signed the Keck School and expected a State Farm deal.
The marketing group also has commitments from Bay Alarm, Chevron, State Farm and Wells Fargo, four deals that were expected to be signed last week, Shell said.

All seven sponsors have static signs at the coliseum this season. The deals run from one to three years and are valued in the low five figures to low six figures annually, Shell said.

USC’s deals with Fox Sports Media Group and Legends Hospitality, the food provider for the coliseum and arena, all run three years and will expire before the 2016 season. At that time, school officials expect the coliseum’s renovation, expected to cost

$70 million to $100 million, to be completed, Stimmler said.

Next season, there will be sponsorships available for two temporary club spaces tied to Trojans football, one in the coliseum parking lot and the other inside the arena on the main concourse, Stimmler said.

The arena’s hospitality zone opened this season and holds about 1,000 people and is open to the public. It was initially named Julie’s, a nod to the old Julie’s Trojan Barrel, a famous campus restaurant that closed in 1999.

IMG College also competed for marketing the two sports facilities.